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View the Spring / Summer 2013 issue of the Northern customer magazine

Terms and Conditions for purchase of train tickets online or by phone

What are terms and conditions for?

These terms and conditions relate to your purchase of a train ticket or other product from Northern Rail through the Northern Rail website at www.northernrail.org or by phone from the Northern Rail online sales helpline at 0844 241 3454 (the "Service"). They regulate the Service we provide in selling tickets to you, the relationship between us and what happens should something go wrong. For the terms and conditions relating to your use of this website generally, please refer to the Northern Rail website user agreement.

Who provides this service?

The sale of train tickets and other products online at www.northernrail.org and by phone from 0844 241 3454 is provided by Assertis on behalf of Northern Rail. Assertis Limited, is an independent impartial online retailer of train tickets and is accredited by the Association of Train Operating Companies, on behalf of National Rail and the individual train operating companies. Assertis sell train tickets for all train companies on all National Rail routes in England, Wales and Scotland. Assertis does not sell train tickets for Northern Ireland or for countries outside the UK.

Your journey

The purchase of a ticket allows you to travel on the National Rail Network and other systems or modes of transport and with the various Train Companies responsible for your journey. The National Rail Conditions of Carriage ("NRCoC") govern your journey and apply to all domestic (non-international) journeys by passenger trains of the Train Companies on the National Rail Network. The NRCoC establish the minimum level of rights you are entitled to expect. They are available at the National Rail website and should be read by you as they affect your rights and responsibilities. Any variations or restrictions to the NRCoC will be set out by the Train Companies.

Who provides the Service?

Assertis, on behalf of Northern Rail is only responsible for the supply of your ticket. For any matter relating to the journey, such as cancellations, closures, missed connections, delays, problems with luggage and refunds you must contact the relevant Train Company with which you travel. The NRCoC will apply as a minimum standard and you will be bound by the terms and conditions of the Train Companies which operate the train for your journey.

What do we provide?

Our Service is impartial. We provide a range of products and travel information without recommendation and for your personal use only. You choose which ticket or product is the best for your needs. Certain ticket types are not sold by us and it may be possible to obtain different products and prices from the Train Companies' own ticket offices.

Do we charge for the Service?

We do not charge booking fees, credit or debit card fees or fees for the delivery of tickets by First Class post in the UK. In certain circumstances, for example where you choose to have your tickets delivered by Royal Mail Special Delivery™ Next Day, we may make charges in addition to your ticket price. These will be clearly identified. Any taxes or other fees incurred by your ticket purchase will be your responsibility.

Your journey details

At the time your ticket is issued, we will rely on any information provided through our website by you. This means that your destination, departure and arrival times, connections and any required personal or financial information must be correct and complete. We will not be liable for any compensation, expenses, claim or other loss arising from inaccurate or incomplete information provided by you.

Please note that the information on our website including train and journey times, routes, ticket types, prices and connections is provided by third parties. We cannot therefore guarantee that such information is correct.

You are responsible for verifying such information with the Train Companies prior to departure and checking that you are able to complete your journey. This includes checking with the Train Company for disruption due to bad weather, strikes, engineering works or other reasons.

Please also note that we cannot provide accurate transit times for travel in urban networks, for example London Underground or Metro services. These systems are operated by independent train operators. You must check for these details especially where you are travelling on early or late trains, with those operators.

It is important that you have a valid ticket for your journey without which you may be unable to travel or be obliged to pay the fare plus a penalty. If the ticket is not genuine or is being used in breach of the terms and conditions of the Train Companies, the NRCoC or our terms and conditions, your ticket may not be accepted. This means that you must have any appropriate railcard used in connection with the ticket or qualify to benefit from any reduced prices, discounts or promotions.

Amendments, cancellations and refunds

Depending on the ticket you have purchased, you may be able to amend the dates of travel or other aspects of the ticket. You will be advised at the point of purchase of the terms and conditions relating to the particular ticket you are about to purchase and these will include information on whether, and under what circumstances, you can amend, refund or cancel your ticket. These terms and conditions are decided by the train operating companies providing the fares. It is your responsibility to satisfy yourself that the ticket you are about to purchase meets your needs.

Where you decide to make an amendment or refund which is possible under the terms and conditions of the ticket that you have purchased, we will charge an administration fee of up to £10 per ticket. Please note that, where a refund is made, it will only be for the rail ticket part of the payment, and not for any booking fee, delivery fee or card payment fee.

If you wish to apply for a refund, please complete the online refund form and return it, together with your unused tickets, to the address provided, within 28 days of the expiry of the validity of your ticket. We cannot accept applications for refunds that are received by us later than this. We will contact you to confirm if your claim is approved.

How will I receive my ticket?

At the time of your purchase online, you will choose how to receive your ticket. This is your choice and you accept responsibility for the delivery details and its fulfilment unless varied below:

1. Collection from a self-service ticket machine or ticket office window at a station

Certain stations have self-service ticket machines from which you can collect your ticket(s). If you choose this method of delivery, you must allow sufficient time at the station to collect the ticket. To collect your ticket(s) you must have both the Collection Reference (an eight digit alphanumeric code that is displayed on your confirmation email) and the same debit / credit card that you used to make the purchase with. If the ticket machine is not working or is not accessible (for example, it is in a locked off part of the station), or there is any other reason why you cannot obtain your ticket from the machine then you should contact the station staff in the first instance. If station staff are not available, or cannot help, then please contact us on our customer service helpline on 0844 241 3454. We will do our best to assist but will not be able to issue you with replacement tickets. You have the responsibility to ensure that you have a valid ticket for your journey.

Your tickets will be ready for collection two hours after you complete your purchase. Please allow for this time.

2. By Royal Mail First Class post

If this option is available, your ticket will be sent by first class post to a UK address. You must ensure that the delivery address is correct and that you will be able to receive or collect your ticket from this address in sufficient time for your journey.

As your tickets can take several days to arrive, please ensure that you leave sufficient time for their arrival and notify us at least 24 hours before departure if they have not arrived by post.

3. By Royal Mail Special Delivery™ Next Day

If this option is available, your ticket(s) will be sent by Royal Mail Special Delivery™ Next Day to a UK address. You must ensure that the delivery address is correct and that you will be able to receive or collect your ticket from this address in sufficient time for your journey.

Royal Mail Special Delivery™ Next Day aims to deliver your ticket(s) by 13.00 on the next working day, providing that you have completed your ticket order by 15.00 on a working day. You or another person must be present at the address in order to sign for your ticket(s); if no-one is available to sign for your ticket(s) then Royal Mail will not deliver the ticket(s) and you will need to collect them at your own cost at a later date. We cannot be liable for any consequential loss if you are not able to sign for delivery.

You should be aware that Royal Mail Special Delivery™ Next Day may take place up to 17.30 (rather than 13.00) for some postcodes, chiefly Scottish Highlands and Islands; and that Royal Mail Special Delivery™ Next Day will take two or more working days for delivery (by 17.30) to some Channel and Scottish islands. You should check full details which can be found at the Royal Mail website.

4. To your mobile telephone

For some journeys we offer the option to have your ticket delivered to your mobile telephone.

If you choose to have your ticket sent to your mobile telephone then you must ensure that it is able to access the internet link which we provide and that you can download and store the barcode ticket on your phone. You must follow any instructions given. You must ensure that you not only have the ticket printed or displayed in the correct form but also the same debit / credit card that you used to make the purchase online. The ticket is for your use only.

You are responsible to ensure that for any booking that is for more than one person, all those travelling on that booking, travel together at all times.

If the ticket is received on your mobile, you must ensure that you have your mobile with you at all times on your journey and that it is charged and is able to display the ticket details clearly as required by the Train Company, on request. You agree to provide your mobile for inspection if required by the Train Company staff.

Please take notice of any additional restrictions or conditions relating to this method of delivery and the tickets available through it.

You will be liable for any charges made by your network / mobile operator.

5. Self-print or print@home tickets, delivered to your email address

For some journeys we offer the option to print your ticket using your own printer.

You must print the ticket on clean white A4 paper and must carry it with you at all times during your journey. You are responsible to ensure that for any booking that is for more than one person, all those travelling on that booking, travel together at all times. You must present the ticket when asked to do so by Train Operating Company staff.

You must not copy the ticket or transfer it to another person. The ticket is for your use only.

You must ensure that you bring with you the same debit / credit card that you used to make the purchase online, as this may be used for identification.

Please take notice of any additional restrictions or conditions relating to this method of delivery and the tickets available through it.

You will be liable for any costs incurred in printing the ticket.

What if something goes wrong with the Service?

This clause does not affect your statutory rights as a consumer.

We make every effort to supply the Service using reasonable care and skill but we are not liable for the provision of information used in the Service that is provided by third parties. Such information can be subject to change.

We shall have no liability in respect of your negligence or failure to follow our instructions (oral or in writing), misuse, alteration or abuse of the Service.

Any loss or damage you suffer on your journey is governed by the NRCoC and the relevant Train Companies' terms and conditions. You should contact them in the event of a problem.

We shall not be liable to you by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the Service, if the delay or failure was due to any cause beyond our reasonable control. If we fail to deliver your ticket in sufficient time before your departure and such failure was within our control or we have been negligent, then you should contact us. Any reimbursement will be limited to the cost of the replacement ticket.

As far as the law allows, we will not be liable for any damages resulting from loss of profits, business data, goodwill, contracts, revenues or other costs or losses arising out of or resulting your use of the Service. All warranties, statements and representations relating to the information, products and services provided as part of the Service are excluded as far as the law allows.

Our liability to you for death or injury resulting from our negligence is not limited.

What are my responsibilities?

You confirm that the decision on which ticket or product to purchase is wholly yours and that you will be responsible for deciding the delivery method. You will also check that it is suitable for your needs and that you have the ability to receive the Service and pay for it. You agree to pay any additional charges levied by a network provider, mobile operator or similar service provider that you may incur.

You also agree that you are using the Service for your own personal use or on behalf of a person for whom you are legally authorised to act. By using the Service, you warrant that you are legally entitled to use the debit/credit card and provide the personal details and that you will be bound to pay the price for the Service.

Terms you should note

We shall provide the Service subject to these Terms and Conditions but we may subcontract any part of the Service. All the terms of the agreement between us are contained in these Terms and Conditions unless varied and confirmed by us in writing. These Terms and Conditions may change from time to time but such changes will not affect a prior purchase.

We may amend any error provided that the correction does not materially affect the Service. If you need to contact us, please do so at the address given below. We will contact you at the address given at the time of the purchase.

Certain parts of the Service or other products you may buy are provided by a third party. We have no control over their terms and conditions and you should therefore satisfy yourself that you wish to be bound by their terms and conditions before entering into an agreement with that third party.

If we choose not to take action against you for a breach of these Terms and Conditions, that will not be considered as a waiver of any subsequent breach of the same or any other provision.

If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions and the remainder of the provision in question shall not be affected.

These Terms and Conditions shall be governed by the laws of England and you agree to submit to the non-exclusive jurisdiction of the English courts.

If you pay for the Service using a non-UK credit or debit card, then that purchase will be subject to the exchange rate and you will be responsible for any effect that may have on the ticket or your purchase.

Neither you nor we intend any third party to be able to enforce any of these terms pursuant to the Contracts (Rights of Third Parties) Act 1999.